Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/13/2025

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  As some others have said, we were quite attracted and calmed by Alex the salesman and Kim the contact. He told us we would cover all our demand with the system they were putting up, solar panels and heat pumps. We have a large barn for the panels and a multi-unit house.
  But things soon went south. Alex sent us an attractive set of promises of generation and consumption. The problem was these were 30% low on generation and 50% low on consumption (after a year’s data). We suggested that IGS could add panels at their cost to make things right but they stonewalled us. They claimed they had made no promises even though we have a very clear data sheet from them. Do not deal with this company.
  Then over the winter water from the roof fell on one heat pump, totally covering. It with ice. They said we could put a roof on it. But they had selected the site.
  This company lies and stonewalls any responsibility.

• Initial Complaint

  Date:02/21/2024

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In November of 2023 Intelligent Green Solutions installed heat pumps in my home. The heat pumps do not work as promised, in that they do not provide the full heat necessary to get off natural gas. They assured me prior to installation that the pumps would provide 100% of my heating needs. They have since denied they made this promise, and suggested that I need a bigger system, and thus need to give them more money. The company did come out once and discovered the temperature sensors were not working properly, but haven’t been back. After consulting with local energy advisors through *********** ********* I have learned the company has dozens of complaints against them for inept installation of heat pumps and solar systems. This system along with my solar was a huge expensive and the heat pumps do not work. The company refuses to accept the system does not work, they will not come out to assess the issue, and they only want more money. My electricity consumption is extremely high, the opposite of what heat pumps are supposed to do. This suggests the system is operating in resistance heating and thus not working properly. The company also claims that my system is not heating my home due to heat stratification, this potential issue was never disclosed as a risk prior to signing the contract for the work. This company is incompetent at best, and fraudulent at worst.

  Business Response

  Date: 02/22/2024

  Hi Kevin,  We
  acknowledge receipt of your BBB complaint filed on January 24, 2024, outlining
  the issues raised by ******** ******* regarding our heat pump installation
  services. After thoroughly examining Ms. ********* concerns, we have already
  communicated with her to clarify the subject of this complaint. Our
  engineering department reviewed the technical aspects of the complaint and
  determined, based on the customer’s observations and the manufacturer’s
  resources, that the heat pump system is operating within expected parameters. We
  acknowledge the discovery of temperature sensor being affected by the house
  specific heat stratification conditions happened after the installation, and we
  apologize for any inconvenience this may have caused. Regarding
  the concept of heat stratification, we have provided detailed explanations and
  proposed adjustments to mitigate its effects effectively. Additionally, we have
  extended recommendations for potential improvements, such as enhancing
  insulation in the customer’s house and discussing the option of a system
  upgrade, to ensure sustained efficiency and performance in homeowner’s residence. It's
  important to clarify that while our system is designed to provide supplementary
  heating, we did not guarantee 100% of heating energy offset. Our intention was
  to complement the existing heating system rather than replace it entirely.
  However, we understand the homeowner’s desire for complete transition away from
  the pre-existent heating system, and we are prepared to offer additional heat
  pumps at a discounted rate to meet their needs. We
  apologize for any miscommunication regarding the capabilities of the system and
  any inconvenience they might have caused. IGS remains committed to resolving
  this matter to the best customer satisfaction and will continue to work towards
  this goal to address any further concerns. Please
  do not hesitate to contact us if you require further assistance or
  clarification.  

  Customer Answer

  Date: 02/23/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.   
  For one, the company has not thoroughly assessed the operations of my system. Secondly, They provided me advice over email, coming up with a new excuse every time for why the system was not providing heat. I have spoken with other third-party experts and they agree the system is not working as it is intended. Thirdly, the company is lying in their denial that the heat pump system was never intended to replace my current heating system. The entire sales pitch from their company is to replace the natural gas heating system. The field energy consultant, Alex H***, and I discussed the proposed system in July of 2023. IGS proposed a different configuration then another company I had received a quote from. The quote from the other company indicated that a two-split system would only cover 90% of my heating needs. I mentioned this to Alex and his reply was, "Oh no, you don't need to worry about that, this system will cover all of your heating needs." I admit I am at a disadvantage since all of these promises were provided orally and not in writing, but the entire premise of switching to heat pumps is to get off of natural gas. It is a statewide initiative and it is what the company promised me. They should not be able to lie and get away with it. Instead all they have done is proven all the naysayers right.  The owner of the company, who installed the system, even had an extensive conversation with me and my partner on November 4, 2023, about how this system will replace my natural gas system and that he could provide references for electricians to upgrade my electric needs in my kitchen so I could get rid of my gas stove, and finally get off of natural gas.  Upon further investigation of this issue from local experts I have come to find out this company has numerous complaints against them. I am taking this up further with the state Attorney General, NYSEG, NYSERDA, and additional organizations in this field. This company is engaging in predatory practices and should not be allowed to dupe people out of tens of thousands of dollars.  
  
  Regards, 
  
  ******** *******

  Business Response

  Date: 03/06/2024

  Dear ******** *******, Thank you for your follow-up response regarding your concerns. We appreciate your continued communication and the opportunity to address your issues. We understand the gravity of the situation and the importance of resolving your concerns promptly. Rest assured, we are committed to thoroughly investigating the issues you've raised and working towards a resolution that meets your expectations. We will be reaching out to you directly to discuss your concerns in detail and to gather any additional information that may help us better understand your perspective and find a satisfactory resolution. Please be assured that your feedback is invaluable to us, and we are dedicated to addressing any issues you may have experienced. Thank you for your patience and understanding. We look forward to speaking with you soon. 

  Customer Answer

  Date: 03/07/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory for right now, but given the company’s past behavior, they do not reach out in a timely manner. I will continue to pursue other avenues of resolving the situation as mentioned previously.  
  
  Regards, 
  
  ******** *******

• Initial Complaint

  Date:07/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In March of 2022, I engaged Intelligent Green Solutions to install a solar system for my home. I requested that the system produce 30% more than my current electric bill as I intended to add a barn and other outbuildings to my property. I paid for the 30% over capacity as well as an inverter which would also support additional panels and went under contract with them for install in May 22
  
  The system was not installed until Jan 2023! The installer came to do work in poor weather and used that poor weather as an excuse for not having all the panels installed in a straight and parallel line. the installer said he would come back in the spring to fix it.
  
  an electrical inspector came out to my property and certified it for use, and we turned it on.
  
  Since then, we have barely met our electrical consumption, and never had a 30% production overage (even during the full week of full sun in June we barely broke even). I have called Alex H**** my salesman 5 times in the last 3 weeks. He only answered once, on that call, he promised a return call. I have received neither, and every other call has gone only to voicemail.
  
  The system is not performing as it was contracted, and the company is "ghosting" me. This is unacceptable.

• Initial Complaint

  Date:08/01/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They maybe great at installing them but wait unit you need them fixed! They won’t keep track forget you exist. Don’t call back, don’t care, take your money and don’t finish the job. I get it Covid happen but it’s unacceptable that it’s two years later and still they don’t work. Everyday they aren’t working I’m losing even more money. I don’t know about you but I shouldn’t be fallowing up they should. Now I’ve been waiting since April of 2022 for them to even start the work they never finished back in March of 2020 when I went without hot water for almost 4 months they finally came out July 2020 but once again left took money never finished the job. Emailed three more times with no response since April of this year and still nothing. And they will leave your place a mess! Used coffee cup etc. Also I would like to say that during 2020 I had a newborn and had to boil hot water just give my daughter a bath.
  Photos are of how they left my basement July 2020 and how the system is still not working… photos where taken this year April 2022 and were sent to company through email.

  Business Response

  Date: 08/22/2022

  Hello,

  I wanted to reach out in regards to this customer complaint. We offered the customer a refund of $295.86 on Jan 19, 2021. We did not hear back from her since this email was sent in regards to wanting to receive the refund we offered her. We also tried to fix the system with our new technician but he was unable to work on it due to it being a 3rd party system. This is not a system Intelligent Green Solutions installed themselves. We expressed this to customer and wanted to help and when we realized we couldn't assist we offered her a refund which she neither declined nor accepted. We have provided the email sent out to customer in regards to this issue but never heard back until recently. This is an old system and if we have to get it working again, she will have to pay extra to pay for the new parts but even if she was able to purchase new replacement parts we could not assure that this could be fixed since we are unfamiliar with troubleshooting on systems that were installed by a 3rd party.

   

  Best regards,

  Maribel M 

  Customer Answer

  Date: 08/23/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
   The only reason they responded to BBB complaint is because yesterday I call again to complain about the fact that nothing has been done and informed them that I had made a complaint with the BBB. My husband and I have emails dating way back never once have they said in them they would give money back and why would I take less then what was given in the first place. Also why would I want a refund when I want the system running. On Monday Aug 22, 2022 I called was told that someone would contact me and I’m still waiting again. At the end of the day you shouldn’t be taking full payment upfront if you can’t guarantee you will finish the job. Also you should be fallowing up with the customer not the other way around. I was also informed on Monday that the employee whom was supposed to be helping me since April 2022 no longer works there. I only say this because my emails haven’t been responded to and once again this is why account goes on unfinished. I could understand if this was only a few months but again this is from March 2020 and the first time they came to do any work was July 3 2020. Since then only April of 2022 has someone came just to look at what was left undone never doing anymore work on the system. I have emailed them letting them know my availability to have them do the work and again no one has reached out to respond to them or calls me to make the arrangements. Just this year I have emailed the employee whom know no longer works there on April 7, May 12, July 9, Aug 1. Again no response and no one letting me know that they would be able to work on my system. Also is it my fault that they are the ones to take over the work that hasn’t been finished? Also my husband whom was dealing with this way back says he never got anything saying he would be given a refund. My husband also says that they inform him that they had updated the hardware so they could add the new chemicals. That the system wasn’t so old that it couldn’t still be used. At this point I feel like they are just trying to make excuses. Again I want my system working I want to be able to save money that’s why I have the system in the first place.